AIT Invites Customer Feedback with Annual Quality Satisfaction Index
In today’s modern economy, the vast majority (89 percent) of organizations earn—and keep—business based not on price, but rather on the quality of their customer experience. The customer is king, but at AIT Worldwide Logistics, that’s nothing new.
For years, we’ve listened to our customers to make sure we’re always improving our offerings. And since 2014, we’ve gathered specific feedback via our annual Quality Satisfaction Index (QSI) survey.
Read on to learn more about the survey, AIT’s Net Promoter Score, and how we rely on the customer voice to deliver world-class customer experiences.
What is the Quality Satisfaction Index (QSI)?
Developed by AIT in 2014, the Quality Satisfaction Index is an annual customer survey that gathers feedback across multiple areas, including customer service, sales, invoicing, claims and the MyAIT customer portal. The final question on the survey is always the Net Promoter Score (NPS) inquiry, “How likely are you to recommend AIT to a friend or colleague?”
What is a Net Promoter Score?
Net Promoter Score (NPS) is a tool that many organizations, including more than two thirds of Fortune 1000 companies, use to gauge the quality of their customer relationships. The survey divides respondents into three categories: promoters, passive and detractors.
In response to the question, “How likely is it that you would recommend our company (or product or service) to a friend or colleague?” survey respondents choose a number on a zero to 10 scale.
Those who submit scores of zero to six are counted as detractors, seven or eight are deemed passive and nine or 10 are labeled promoters.
An NPS can be as low as −100 (if every respondent is a detractor) or as high as 100 (if every respondent is a promoter). While NPSs vary across different industries, an NPS of 50 or greater is generally deemed excellent. Learn more.
What is AIT’s NPS? How does it compare to the logistics industry average?
AIT’s 2019 NPS score was 68. Recent logistics and transportation industry average calculations range from 13 to 53, and NICE Satmetrix reports shipping service providers’ average NPS is 35.
How does AIT administer the QSI survey?
AIT provides a personalized survey invite, via email, to customers who’ve received support within the past four months, as well as all of our top 100 clients.
How does AIT use the QSI results?
Our Quality Assurance team correlates the survey results to AIT’s Quality Management System metrics and then works with teammates throughout the business to steer continuous improvement. Trends that emerge from the responses trigger company-wide reviews and action plans.
What other quality assurance strategies does AIT employ?
AIT’s comprehensive approach to quality assurance focuses on continuous improvement of existing processes, as well as new process design, both based on internal identification and external customer feedback. In addition to Quality Satisfaction Index, our quality assurance strategy incorporates three major programs:
Partner with a logistics expert that listens
To learn more about AIT’s customer commitment and deep expertise across nearly all industries contact a representative today.